Complaints

This profile includes complaints for Remi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Remi

  3950 S Eastern Ave Ste 140 Las Vegas, NV 89119-5174

• 

  Remi

  San Francisco, CA 94111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction - July 10th Amount - $94.39 I have a subscription for dental nightguards from Remi. I have been attempting to cancel the subscription since February 13th, 2025. There is no option to cancel the subscription via a button. I have to email their support group and the support group never gives the option or confirmation of cancellation. They always try to ****** and retain clients.I reached out again on July 7th, as there was an upcoming renewal on July 10th. I was given the same run around and not able to cancel. Today, I was charged and have been trying to get through on the phone to someone in support to cancel. I need to dispute this transaction and cancel the subscription.

  Business Response

  Date: 07/15/2025

  Dear **** ******,
  

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced while trying to cancel your subscription. We understand how frustrating this situation has been, and we are committed to resolving it promptly.
  

  After reviewing your case, we can confirm that your subscription has been successfully canceled. Additionally, the $94.39 charge from July 10th has been refunded. The refund should reflect in your account in the next few business days.
  

  We regret that our previous communications and processes did not meet your expectations, and we are working on improving our support system to ensure that cancellation requests are handled more efficiently in the future.
  

  We truly appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please dont hesitate to reach out to us.
  

  Thank you for your feedback, and we apologize once again for the inconvenience caused.

  Best Regards,
  Remi Team

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previously purchased a nightguard through Remi and I have attempted to cancel my subscription multiple times and they continue to charge me despite me having emails stating that the subscription is cancelled and nothing will be charged. It is basic theft

  Business Response

  Date: 07/15/2025

  Hi ******,

  Upon reviewing your communication with our team, we can see that your subscription has been canceled. 

  Best

  The Remi Team

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary Remi sent me another customers custom mouth guards, ignored my proof for days, then tried to close my ticket and now requires a return before refunding.What happened ****************** I ordered custom night guards from Remi and returned my impressions as instructed (order # REM-******). On June 1, 2025 I received a package containing someone elses mouth guards (photos attached). I e-mailed support the same day requesting a replacement kit or refund. On June 3 I got a generic auto-mail that ignored the issue and stated refunds would end that day. After multiple follow-ups, Remi finally admitted the error on June 11 but demanded I return the wrong product before issuing a refund. On June 13 I was told my ticket was closed for no response, despite my continuous replies.Why this is unacceptable Sending me another customers guards is an obvious quality-control and privacy breach. Delaying my refund until I ship their mistake back shifts cost and burden to me. Closing the ticket while the issue was still open shows poor faith and poor record-keeping.Desired resolution Immediate, full refund to my original payment method. Confirmation that my dental impressions and any guards fabricated from them will be destroyed. Written assurance that Remi is revising its QC process to prevent similar privacy breaches.

  Business Response

  Date: 07/15/2025

  Dear ******,
  

  Thank you for bringing this matter to our attention. We sincerely apologize for the error in sending you the wrong custom mouth guards, as well as the delays and poor communication you experienced. We understand how frustrating this situation has been for you, and we deeply regret the inconvenience caused.
  

  After reviewing your account, we confirm that your order has been fully refunded to your original payment method, and your account has been canceled as requested. You should see the refund reflected shortly, and we apologize for the delay in processing this.
  

  Regarding the incorrect mouth guards, please be assured that your dental impressions and any associated materials will be destroyed as per your request.
  

  We take your feedback very seriously and are revising our quality control process to ensure such errors do not occur in the future. Additionally, we will be reviewing our customer support procedures to ensure better communication and record-keeping moving forward.
  

  Once again, we apologize for the inconvenience youve experienced, and thank you for your patience in allowing us to resolve this issue. If you have any further questions or concerns, please don't hesitate to reach out.

   

   Best regards,
  Remi Team

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an impression kit from Remi for plastic retainers. I had my teeth corrected at ***************** but theyve gone out of business, so I needed retainers. Unfortunately, after I got my impression kit, a tooth broke in half. I reached out to Remi and they said to send the kit back for a full refund. I recently got an email saying that my subscription with Remi would renew. When I reached out to say that I had no subscription because I never did the impression, they asked if I wanted to continue to pause my subscription (again, subscription to what?) or cancel. I said I wanted to cancel, and they wrote back saying that if I cancel, I had to pay $40 which was a discounted fee for the kit that I initially received. I sent the kit back, so this doesnt make sense. They are still encouraging me to pause my subscription or do the impression. I have told them that my tooth is broken and if I follow their advice and do the impression, itll cause further harm to my tooth. Reaching out to this company is the worst mistake *** ever made and Im hoping that I can save someone else the trouble.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - The language in the initial online form was not clear that I was ordering redundant copies of the product (They offered a discount for a second set when you only need one set at a time). I was willing to let that slide in good faith.- They sent me an additional copy on a subscription before I was able to return the forms to receive the first copy, leaving me with two redundant sets. Phone support was not willing to meet me in the middle with a partial refund. They also would not cancel the subscription, but put it on hold until was able to finish sending my forms in. I was frustrated but let it go a second time in good faith.- **** the forms did not work for me, I tried to cancel my subscription in ****** which redirected me to their site, but there is no way to cancel on the website. I called in to cancel and after pressuring me more than once to continue the subscription they agreed to cancel and assured me that I would not be charged any more.- I was just charged again and have no way to cancel these charges myself.I ignored two issues in good faith and they have showed me no good faith, showing no interest in my satisfaction. Now I am pursing this issue with no remorse. I will be satisfied without full compensation so long as I am convinced I will never have to deal with this company again.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Night Guard subscription from this company. I have tried to reach out on several occasions to cancel this subscription. Every time I use their chat feature on their website it tells me there is an error as soon as I mention I want to cancel. I have also reached out through emails as well and all they do is tell me they want an explanation as to why I want to cancel, and I send them the reason and I get the same response back with no further action to actually cancel the subscription. Below I have given my subscription number.

  Customer Answer

  Date: 06/10/2025

  I have included a screen shot of the most recent email from them. They are now wanting me to pay out money in order to cancel, which i never agreed to do when signing up for the subscription originally. I have also included screen shots from their website where it clearly states that if someone would like to cancel they can at anytime, but never about having to pay out any money in order to to do so. I have now asked this company almost 10 times to cancel my subscription and delete my card information. 

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company via email on 6/5/25. They responded wanting to know the reason. I shared that I need something more customized by a professional dentist. On 6/7/25 I checked to see if the subscription had been cancelled. It had not. I reached via chat to request that the subscription be cancelled. The company has not responded.

  Customer Answer

  Date: 07/08/2025

  The company did reach out to me and cancelled my subscription per my request. Please close this complaint. 

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for subscription from this company about two years ago, and they sent a packet to take molds of my teeth. I never did, because I stopped grinding my teeth, and didn't need the product after all. I indicated to the company that I didn't want to be subscribed. I told them that I hadn't taken any impressions, and they indicated that I should send back the equipment. I did exactly that, and expected to be unsubscribed. That was over a year ago. I have since been getting notifications that my method of payment is no longer valid (card expired), but they keep sending me mail. I've requested to be unsubscribed, and they have not honored my request. Instead, they're now telling me that I subscribed at a discounted rate, instead of choosing the "one-time" option. I have not received services or goods from this company that I have not returned to them, yet they're still haranguing me. The $40 amounts to a shakedown to stop the harassment. Unfortunately, I don't have the email confirming their receipt, because I thought that the matter was concluded, and ditched the whole file.

  Business Response

  Date: 06/16/2025

  Hi Morgan

  After carefully reviewing your messages, we have canceled your subscription. Let us know if there is anything else we can do for you.

  Best

  The Remi Team

• Initial Complaint

  Date:06/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is not allowing me to cancel my subscription service. Multiple requests (10) have been sent and there has been no resolution to even confirm they'll cancel the subscription. I'm not seeking reimbursement just confirmation it's cancelled. Im prepared to submit a charge back claim with my credit card company if a charge goes through.

  Business Response

  Date: 06/16/2025

  Hi Molly,

  After carefully reviewing your communication with our team, we can see that your subscription has been cancelled. If there is anything else we can help you with, please let us know.

  Best

  The Remi Team

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Remi On 3/8/23 I purchased a mouthguard, of the highest thickness(2mm). Upon receipt, I was disgusted- it was the thinnest, flimsiest, piece of plastic. If youve ever gotten a real mouthguard from the dentist, its nothing like that. Its a joke.I called and tried to get my money back, as a very unsatisfied, customer but all they would do was offered to send me another custom mouthguard of the highest thickness -which I already had and was useless.!! I thought it was clear at that time that I would no longer be using their services, so certainly not continuing a subscription, that I was told cancelling was an option so thought that was it. Finally, I noticed an email reminding me of an upcoming charge. I was so dumbfounded. I then searched their web site to try and cancel my account and guess what you cant. You have to contact them. So I did, but I got the runaround for months!They would either not respond to me or respond whenever the heck they felt like it. yet, they would close any ticket I initiated with them after 48 hours of me missing their email communication. When I did a better job on staying on top of the communication with them to ensure they canceled, they continue to string me along, trying to talk me out of it, and offering me all their alternatives, still not canceling my account and again, resulting in a timeframe of more than 48 hours and then closing the ticket again. Its almost harassing. And I for sure lost my temper. They probably closed about 10 tickets. They finally accept I want to cancel and, now for the first time, theyre telling me that I owe them money to cancel?? (For a product I dont want, didnt order more of, and wont? Nowhere does it say that ordering mouthguard refills was required!!) It is May 2025 and this issue still isnt resolved. The lack of transparency and customer service is sickening. Seems criminal!